Description & Requirements

Main responsibilities:

• Act as the first point of contact for end users via phone, email, chat, and ticketing systems, providing timely and professional support
• Perform initial assessment, troubleshooting, and resolution of technology-related issues in line with service level agreements (SLAs)
• Record, track, monitor, and follow up on incidents and service requests, ensuring accurate documentation and resolution details
• Escalate and coordinate unresolved issues with Tier 2 and Tier 3 support teams following established escalation procedures
• Provide regular updates to end users regarding the status of ongoing and resolved incidents
• Identify and report potential Major Incidents and support the incident management process
• Maintain and enhance knowledge of supported technologies, systems, and applications through ongoing training and participation in improvement initiatives
• Recommend updates and enhancements to knowledge base articles, processes, and tools
• Support the administration and troubleshooting of technologies including Microsoft 365,



Exchange Online, Active Directory, Intune, Multi-Factor Authentication, remote access solutions, and other Firm-wide applications
• Participate in technology projects, continuous improvement initiatives, and weekend support rotations as required

Skills and experience:

• Experience working in a Technology Help Desk or IT Support environment within an enterprise organization
• Familiarity with ITIL best practices and incident management processes
• Strong troubleshooting and problem-solving skills with the ability to drive issues through to resolution
• Excellent customer service and stakeholder management skills
• Ability to learn new technologies and applications quickly
• Strong organizational skills with attention to detail and process adherence
• Ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills in English
• Spanish

📌 Help Desk Analyst (Buenos Aires)
🏢 Baker McKenzie
📍 Buenos Aires